Return and Refund Policy

1. Eligibility for Returns

You may request a return under the following conditions:

• The product is defective, damaged in transit, or not functioning as described.
• The wrong product (item, colour, size or model) was delivered.
• You receive the wrong quantity of product.

To be eligible, you must contact us within 2 calendar days of receiving the product and provide proof of purchase (invoice or order number).

2. Conditions for Returns

• The item must be unused, in the same condition as received, and in its original packaging (including all parts, manuals, attachments, and accessories).
• For equipment with power or mechanical components, you must not have attempted to repair or modify the product; doing so may void eligibility.
• Any return shipping costs must be borne by the customer, unless Superhatch is responsible for the error (e.g. wrong item or damaged on arrival).
• Products damaged by misuse, abuse, neglect or improper handling are not eligible for return.

3. How to Initiate a Return

1. Contact our Customer Service team via Phone: 0708 045 853, within 2 days of delivery. Include your order number, date of purchase, and a description of the problem.
2. We may ask for photos or videos showing the defect, damage, or incorrect item.
3. Once approved, we will provide instructions for returning the item.

4. Refund, Replacement or Repair

Depending on the nature of the issue, we offer:

• Replacement of the item (same model) if available.
• Repair, when feasible, for functional defects.
• Refund of the purchase price (excluding shipping), if replacement or repair is not possible. Refunds will be processed within 14 business days of receiving the returned product.

5. Non-Returnable Items

The following items are not eligible for return or refund:

• Consumables (if applicable) once used (e.g. filters, certain wear parts).
• Items damaged due to improper installation, misuse, or accidents after delivery.
• Customized or made-to-order products (unless defective on arrival).

6. Warranty and After-Sales Support

• All products from Superhatch Poultry Equipment come with a manufacturer’s warranty of [6 months] for defects in materials or workmanship, subject to the warranty terms.
• Warranty does not cover damage caused by improper use, lack of maintenance, or modifications.
• During the warranty period, defective parts will be repaired or replaced at no charge. Customer may be responsible for shipping costs in some cases.

7. Return Shipping Instructions

• Securely package the item, including all original components.
• Label the package clearly with the RMA (Return Merchandise Authorization) number (if we issue one).
• Ship to the address provided by our Customer Service.

We recommend using a trackable shipping service; Superhatch is not responsible for returns lost in transit.

8. Refunds Processing

• Refunds will be issued to the original payment method used unless otherwise agreed.
• Allow up to 14 business days for the refund to appear in your account, depending on your bank or payment provider.

9. Changes to This Policy

We may update this policy from time to time. Any changes will be posted on this page with a revised “Last Updated” date. Your continued use of our site after changes means you accept the updated policy.

10. Contact Us

If you have any questions about returns, refunds, or this policy, please contact us:

• Phone: [0708 045 853]
• Address: [Next to The Imara Shopping Mall, Mombasa Road]